Janice’s manager said to her, “I appreciate your reporting the customer’s failure to comply with all safety rules. But you should have insisted that he wear safety glasses and hearing protectors at all times. If the customer failed to obey, you should have canceled the tour. Consider this to be a verbal reprimand. A copy goes in your file.”
Janice had been responsible for guiding a new customer through on a plant tour. Although Janice had carefully explained all safety requirements prior to the tour, the customer consistently ignored some rules. Janice did not think the customer was ever at risk. Still, she repeatedly and politely nagged him to comply.
At one point, the customer became irritated and said, “This is silly. I’m forty feet away from any moving parts. These things are uncomfortable.”
Janice later commented to a friend that she feared she might offend the customer to the point of jeopardizing a potential high-dollar sale.
Managers described this incident in numerous meetings and promised consequences for all future failures.
Employees heard the message loud and clear. However, over the next year employees reported in confidential interviews that customer violations continued and perhaps even increased. Tour guides simply quit reporting what they thought were incidental violations.